For CIOs

Insights For CIOs: Make Mobility Standard Business Practice

by Tim Sheedy, September 3, 2010

The Internet and the mobile Internet have effectively combined — driven by the improvement in networks, devices, and operating systems. This means that we no longer have to consider mobility a separate strategy within our business. As the leaders of the . . .

For Business Process Professionals

Empower Customers And iWorkers With On-Demand Customer Communications

by Craig Le Clair, September 2, 2010

Too many enterprises communicate with customers using antiquated approaches. After all, smart devices, pervasive video, and social media have given new power to customers and citizens — allowing them to interact easily with customer service agents, pass . . .

For Consumer Product Strategy Professionals

Smartphone Platforms Need A Branding Reset

US Consumers Have Little Clue About Their Phone's Software

by Charles S. Golvin, September 1, 2010

In the white-hot US smartphone market, the once-invisible underlying software platforms have become one of the fiercest areas of competition. RIM and Apple lead this market, while platforms from Google, Microsoft, and Palm seek to gain share and new entrants . . .

For Infrastructure & Operations Professionals

Market Overview: Smartphone Management

Empower Workers With The Freedom To Choose Their Preferred Mobile Devices

by Benjamin Gray, Christian Kane, August 26, 2010

Within the next 12 to 18 months, most IT managers worldwide will significantly alter their client computing strategies, and this will have a profound impact on smartphone adoption and management. Necessitating this change is a significant generational . . .

For Customer Experience Professionals

Customer Experience Trends: Leaders At FedEx, Time Warner Cable, And USAA Weigh In

A Panel Discussion At The 2010 Customer Experience Forum

by Paul Hagen, August 3, 2010

Highlights of the Trends In Customer Experience panel at Forrester's Customer Experience Forum 2010 included a debate about the need for a chief customer officer (CCO), a prediction that "Web sites are dead," and a discussion of strategies for cross-channel . . .

For Security & Risk Professionals

Apple's iPhone And iPad: Secure Enough For Business?

Better Security Options Allow Enterprises To Finally Say "Yes"

by Andrew Jaquith, August 2, 2010

Apple's iPhone and the iPad have become increasingly popular. In 2007, IT dismissed the iPhone as insecure and unsuitable for enterprises. Three years later, the iPhone (and iPad) gives enterprises enough security options to enable them to say "yes" instead . . .

For Vendor Strategy Professionals

A Market Taxonomy For ICT

Forrester's Definitions For Tech Product Categories, Industries, And Geographies

by Andrew Bartels, August 2, 2010

Forrester is expanding the breadth and depth of data that we provide to vendor strategists on the size and growth trends of the market for information and communications technology (ICT) solutions. Our goal is to provide data for vendors on the ICT market . . .

For Consumer Product Strategy Professionals

Making The Case For The Mobile Internet

by Seth Fowler, Julie A. Ask, July 29, 2010

The mobile Internet has changed completely over the past few years. It has transformed from a lightly visited and marginally useful novelty to a quickly growing medium that business would be foolish to ignore. Handsets have powerful browsers, networks . . .

For Infrastructure & Operations Professionals

Focus Your I&O Budget On Three Key Initiatives

Fifty Percent Of Your I&O Budget Should Go To Three New Initiatives Supporting Business Expansion: Desktops, Data Centers, And Industrialized Operations

by Robert Whiteley, July 16, 2010

I&O needs to focus the second half of 2010's budget on growth. Why? Because nearly half of the IT operating and capital budget is being set aside for new IT initiatives and increasing capacity to support business expansion. For I&O, this means . . .

For eBusiness & Channel Strategy Professionals

What Financial Functionality US Consumers Want On Mobile Devices

Nail The Basics To Quickly Expose The Value Of The Channel

by Emmett Higdon, Peter Wannemacher, July 12, 2010

In the US, adoption of mobile financial services is rising: 11% of US online adults are now mobile bankers and 7% of those with investment accounts are mobile investors, although just 3% of online adults have interacted with their insurer via mobile in . . .

For Consumer Product Strategy Professionals

Consumers Need Cloud-Based Products Now

Successful Multidevice Strategies Will Use The Cloud, Sync, And Apps In Europe

by Ian Fogg, July 7, 2010

Consumers no longer use one digital device. The era of one PC per household is giving way to a world of several smart mobile devices per person. For content, services, and software to run across these devices and screens, product strategies must embrace . . .

For Market Research Professionals

Technographics® Survey Highlights: PC Adoption Among US Hispanics

by Joost van Kruijsdijk, July 6, 2010

This highlight deck provides an overview of PC adoption among US Hispanic consumers from Forrester's Hispanic Technographics Consumer Technology Phone Survey, Q4 2009 (US).

For Consumer Product Strategy Professionals

Profiling Your Best Mobile Customers

A Picture Of European Mobile-Savvy Users

by Thomas Husson, July 6, 2010

iPhone users, despite being the heaviest users of mobile services, are only a subset of your customer base. Forrester's data shows that they represent just 2% of the European mobile population. A much larger near- and medium-term opportunity exists within . . .

For Consumer Product Strategy Professionals

How To Build A Mobile Web Site

Choosing An Approach To Meet Your Objectives Cost-Effectively

by Julie A. Ask, June 29, 2010

The browser-based mobile Web experience is more important than ever, with dramatic growth in the usage of the mobile Internet — especially from smartphones — in the past 24 months. In 2009, consumer brands built iPhone applications; they are now asking . . .

For Technology Product Management & Marketing Professionals

What Technology Populism Means For Tech Marketers

Information Workers Flex Muscles As Business Tech Decision-Makers

by TJ Keitt, June 28, 2010

Technology Populism — information workers provisioning technology outside of IT's auspices — is a topic of great interest to both technology vendors and IT departments. But is it more hype than reality? No. Information workers are increasingly playing . . .

For CMO & Marketing Leadership Professionals

Marketers' Empowered Opportunity

The HERO Index: Finding Empowered Employees

by David M. Cooperstein, June 25, 2010

Your customers are more empowered every day. Facebook, LinkedIn, YouTube, Twitter — accessible on smartphones, tablets, and connected TVs — are just the latest in the growing list of technologies that put power into the hands of consumers. Fortunately, . . .

For Content & Collaboration Professionals

The HERO Index: Finding Empowered Employees

Empowered Employees Solve Customer Problems: Find Them And Help Them

by Ted Schadler, Josh Bernoff, June 18, 2010

Groundswell technologies — social, mobile, video, and cloud — put tremendous power in the hands of customers. Only empowered employees can respond at the speed of empowered customers — and they're often information workers outside of IT. We call these . . .

For Market Research Professionals

Understanding Latin American Online Consumers

by Roxana Strohmenger, June 11, 2010

Forrester recently launched its Latin American Technographics® research to help companies understand the emerging offline and online trends of consumers in Brazil and Mexico. This report is dedicated to understanding Latin Americans' online behavior in . . .

For Consumer Product Strategy Professionals

How To Build "Just Right" Mobile Handsets Using Convenience Analysis

An Application Of Forrester's Convenience Quotient Framework

by Ian Fogg, Doug Williams, April 19, 2010

Balancing competing product design demands through a series of tradeoffs is a critical part of the process of building a mobile device like a phone. Why did smartphones not enjoy mainstream success in the late 1990s and early 2000s, given their numerous . . .

For Consumer Product Strategy Professionals

Target Smartphones

All Smartphones Are Not Created Equal In Europe, Whatever US History Teaches

by Ian Fogg, April 14, 2010

Too often, product strategies are built around the concept of the "smartphone" as an ideal target for mobile products. But unlike men, all smartphones are not created equal. Modern smartphones created in the post-iPhone era demonstrate much greater consumer . . .

For Vendor Strategy Professionals

Olympic Opportunities In Emerging Markets

Smart Host Cities Think Outside The Stadium

by Jennifer Belissent, Ph.D., March 10, 2010

The 2008 Olympic Games were a major milestone not only for China but also for other emerging market countries hosting the Olympic Games. In just a decade, the Olympic venues will include three of the four Brazil, Russia, India, and China (BRIC) countries. . . .

For Infrastructure & Operations Professionals

Enterprise Communications: The Next Decade

Ten Trends That Will Shape Unified Communications And Collaboration

by Elizabeth Herrell, March 9, 2010

Enterprise communications will continue to undergo significant changes during the next decade, as multimodal cloud services invade traditional communication products and services. Today's infrastructure and operations (I&O) leaders need to understand . . .

For Sourcing & Vendor Management Professionals

Seven Technologies Your Business Users Will Need You To Source In 2010

by Chris Andrews, March 8, 2010

For many sourcing and vendor management (S&VM) professionals, 2010 is likely to be a year of transition. With the economic meltdown of the past two years receding and cost-cutting initiatives now reaching their limits, business professionals are looking . . .

For Consumer Product Strategy Professionals

Mobile World Congress 2010: Smartphones Are The New Phones

by Ian Fogg, February 25, 2010

This year's Mobile World Congress (MWC) was truly global yet was much more than purely a mobile event. Three of the key smartphone players making waves this year — Google, Intel, and Microsoft — come from the North American Internet and PC world. Smartphones . . .

For Vendor Strategy Professionals

Understanding The Influential Information Worker

The Changing Workforce Makes Understanding End User Habits Essential For Tech Vendors

by Heidi Shey, TJ Keitt, February 11, 2010

This is a graphical overview highlighting results from Forrester's Workforce Technographics®, US, Canada, And UK Survey, Q3 2009, a survey of 3,904 information workers (iWorkers) at companies with 100 or more employees. Topics examined in the survey include . . .